Remote Communications Manager

About Heartland Veterinary Partners

At Heartland Veterinary Partners, our mission is centered around elevating the lives of veterinarians and their teams. By partnering with Heartland, practice owners unlock a world of operational advantages and economies of scale, all while retaining their clinical autonomy. At Heartland, we go beyond the ordinary to foster an environment that nurtures growth, invests in our employees, and creates pathways for professional development.

The Heartland promise doesn't stop at operational brilliance; it extends to encompass non-clinical facets like recruiting & human resources, marketing, procurement, payables management, accounting & finance, and information technology. In essence, we've got every corner covered, so our partners can focus on what truly matters - providing optimal care for their patients. As a dedicated member of our Support Center, you'll have the opportunity to be a part of what makes that happen. Your role will be pivotal in helping our partners deliver unparalleled patient care.

The Heartland philosophy rests firmly on the pillars of Servant Leadership. This ethos defines our Support Center team, where every member embraces the ethos of selfless service and approaches every challenge with an unwavering commitment to support.

Position Purpose

Reporting into Heartland’s Senior Vice President of Operations, the Remote Communications Manager will support a team of individuals who serve locally run veterinary practices by reaching out to clients on their behalf. This role is best suited for an individual who has leadership experience, is passionate about educating clients to advocate for pet care, and can motivate a team to strive to meet the needs of clients and veterinary practices. This role will require the ability to work with stakeholders across the organization to onboard additional practices into the team’s initiative(s), as well as monitor performance and address any issues raised by members across the company. This is a highly visible team with a tremendous opportunity to make a meaningful impact on the business. This position is a full-time commitment of 40 hours per week.

Heartland Servant Leader Competencies

At Heartland, all of our team members embody the spirit of Servant Leadership.

Authentic Listening - Continually listening with an open mind and heart to what is said and unsaid.

Building Community –Bringing team members together and mobilizing them around our collective purpose and commitment to our communities.

Commitment to the Growth of the People – Dedicated to the personal and professional growth and development of our team members.

Conceptualization -Forward thinking and approaching work and challenges with an end-to-end view.

Empathy – Demonstrating empathy and understanding with others, approaching everything assuming positive intentions.

Foresight – Taking the past, the present, and the future decision-making process.

Healing – Focusing on the emotional and physical health of our team members. Offering support and solutions to ensure our team members have balance.

Persuasion – Building group consensus and buy-in.

Self-Awareness – Conscious knowledge of personal character, emotions, intentions, and leadership impact.

Stewardship – Concern for our team members, customers, communities, and the organization as a whole and making good use of all that is available to provide appropriate support.

Essential Position Responsibilities

• Support a team of Remote Callers who each work with a portfolio of 10-20 practices
• Hire and train additional team members to support the growth in practices
• Track and report performance of the initiative on a consistent basis
• Cultivate a professional and driven team that is dedicated to educating clients
• Ideate, evaluate, and implement additional initiatives that meet the needs of practices and are executed by your team
• Successfully navigate the individuality of each practice supported
• Act as the liaison between the Remote Calling Team and stakeholders throughout the organization

Requirements / Qualifications

• Experience leading a team (at least 2+ years experience)
• Experience working in a veterinary practice (at least 2+ years experience)
• Access to reliable internet connection
• Excellent communication skills via phone, email, and SMS
• Comfortable presenting the details of the initiative to practice leaders
• High energy and ambition with the motivation to exceed client and practice expectations
• Willingness to evolve with the job and take on new or different responsibilities
• High attention-to-detail to ensure performance reporting is properly recorded
• Adept at reviewing data, identifying opportunities for improvement, and making decisions based on data trends
• Readiness to work with team members, addressing challenges or questions related to their work, and proactively offering additional coaching to individuals who are underperforming relative to their peers

Benefits Offered

Physical wellness: Health, dental, vision, voluntary life and disability programs, and discounted access to gym memberships.

Mental wellness: Paid time off, flexible work schedules, and EAP.

Financial wellness: Bonus incentives, retirement accounts, retail discounts, and access to financial planning tools.

Professional wellness: Learning and career development solutions.